Posts by vahid

guentherportfolio said
Me too – still waiting. I contacted PayPal directly but they said this is not an internal issue. I am little bit confused and wondering where my money is?! This is my first withdraw – not a nice start!

Hi Guentherportfolio – Excited you’re getting a first withdrawal. Sorry the process has not been great. But not to worry – The finance team will be following up on your payment in any case to make sure it gets to where its supposed go to. Submit a ticket to the support team as it sounds like there is a different issue with your payment.

Hi CreativB and Pooyaa – That’s disappointing! At this point it would appear its not a PayPal related matter. We typically have a small number of transactions that fail for a number of different reasons each month. Rest assured the finance team will check it out today as they will reconciling payment receipts, they will find out what happened and contact you directly. Or alternatively you can preemptively file a support ticket which will then be handed to the finance team to review.

About that forum thread. Not sure why it was disabled – I think it should have been locked so. I’ve corrected that now.

Good news folks! Its appears all the transactions have been now processed by PayPal.

Be aware that finance team will go through the payment receipts tomorrow so you won’t receive an official confirmation from us for a while and the payments will still be marked as incomplete in your account page.

If you are still experiencing a problem (which does occur for a variety of reasons from time to time) I’d personally recommend wait until tomorrow (in case PayPal is still doing something – gee I hope not!) and then file a ticket with the Support team. But if you’re particularly worried then go ahead and file that ticket now.

I’ll check in again on this forum a little later tonight and the rest of the awesome community team will keep an eye on it overnight.

phpbits said
Just got the email. I know that this is a Paypal issue but as for what I can see on the event notification : Notification details . The date was SEPT 10, in which you can already send as note or even contact paypal regarding this!. I’m actually disappointed, just sayin’ . Thanks!

Hi phpbits! Yeah, that confused me also.

When we first contacted PayPal they were under the impression that we were not affected by this problem. Turns out that’s not the case unfortunately! After some discussion they indicated that a notification would be going up on their blog/website. You’ll see the notice was posted at “Sep 16, 2014 10:13 AM EST by ASH” – i.e. today. However it appears the problem actually started earlier, apparently on 10 September, when presumably a bug was introduced into their production system.

Bit confusing! Hope that explains the timing and I hope your payment comes through soon.

Evening everyone. Emails have been sent to those people we think are still affected by this service outage. Our PayPal portal still indicates the last tranche is ‘processing’ unfortunately. By the sound of the forums it appears transactions are still occurring, just extremely slowly.

The last update from our PayPal contacts was that they are feeling positive at the moment that they will be able to complete the last tranche tonight (AEST). PayPal will update us as soon as they hear any news.

Following further investigation we’ve figured out almost half of the final tranche have been now processed which is good news. We’re gearing up to email all the other users directly so they are aware of the issue and that we’re keeping a close eye on it to ensure everyone gets paid.

No further news from PayPal at this point but I hope to get an update later today from them.

I’ve just checked in with PayPal and they don’t have an update on our last tranche of payments although they are working frantically on it. I’m hoping to get an update from PayPal later today and will post as soon as we get information.

Beyond getting our payments through I believe they are also working on a full resolution of the Mass Pay service which I think might be affecting all customers, not just Envato, but I think will take some more time before it can go into production.